JP2008152575A - Complaint handling method and device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To much more easily input a complaint or discontent about a store. <P>SOLUTION: This complaint handling method includes a step for receiving a complaint input instruction from a user terminal; an acquisition step for acquiring the position information of a user terminal by a processing part; a specification step for retrieving a first data storage part for storing the position information and possible complaint items in association with each other based on the position information of the user terminal, and for specifying the possible complaint items corresponding to the position information of the user terminal; a step for transmitting the specified possible complaint items to the user terminal; and a step for receiving the information related to the selected complaint items from the user terminal, and for storing the information in a second storage part. Thus, it is possible to present the highly possible complaint items to a user terminal when the user is dissatisfied. Therefore, it is possible for a customer to easily select the complaints, and it is possible for a store to recerive and cope with much more complaints. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to an information processing technique for complaints (that is, complaints) in stores and the like.

  Customers may feel dissatisfied or uncomfortable while shopping at supermarkets, etc. Currently, the store side prepares questionnaire sheets etc. and fills in and submits the questionnaire sheets etc. to customers to obtain the information. I had it. Then, the store side looks at the questionnaire and makes comments, and apologizes on bulletin boards.

In addition, for example, in Japanese Patent Application Laid-Open No. 2002-259806, not only past user purchase history information but also connection time acquired information (position, time, purpose, etc.) is added to a plurality of store information prepared in advance. Among these, a technology that can provide store information that matches the current purpose of the user is disclosed. Specifically, only store information that can actually be visited by the user is determined from the location information of the terminal, and store information corresponding to the location information is provided, or a store for which the user requests the location information is searched. As a default value for the time / position / purpose / operation attribute, store information that can narrow down target store information is provided. However, it is not considered about notifying the store of dissatisfaction and discomfort as described above.
Japanese Patent Laid-Open No. 2002-259806

  It is troublesome to fill in the dissatisfaction on the questionnaires mentioned above, so even if you feel dissatisfied, you often do not write, so customers will not be able to go to the store, or the store will claim It is also possible that the customer is leaving without knowing it.

  Therefore, an object of the present invention is to provide an information processing technique for making it easier to input complaints and complaints.

  Another object of the present invention is to provide an information processing technique for enabling a quick response according to the content of a claim.

  The claim processing method according to the present invention includes a step of receiving a complaint input instruction from a user terminal by a processing unit, an acquisition step of acquiring position information of the user terminal by a processing unit, and position information by the processing unit. A first step of searching for a first data storage unit that holds the associated claim items in association with each other, based on the location information of the user terminal, and identifying a claim item that can occur in response to the location information of the user terminal; Transmitting the specified claim item that can be generated to the user terminal by the processing unit; and receiving information on the selected claim item from the user terminal and storing the information in the second data storage unit. Including.

In this way, since the most likely complaint items are displayed on the user terminal at the time of dissatisfaction, the customer can easily select a complaint, and the store side draws more complaints and deals with them. In addition, the acquisition step described above may include a step of acquiring past location information of the user terminal and storing it in the location information storage unit. At that time, the specifying step described above searches the first data storage unit based on the past location information of the user terminal, and identifies a claim item that can occur in response to the past location information of the user terminal. The step of performing may be included. The present invention may further include a step of arranging the specified claim items that can be generated in such a manner that the rank is lowered as it goes back in the past.

  In this way, not only when the complaint is input, but also when the complaint in the travel route in the store is traced back to the past, the complaint item can be presented to the customer in a natural manner.

  Furthermore, the acquisition step described above may include a step of acquiring past position information and passage time information of the user terminal and storing the acquired information in the position information storage unit. In this case, the specifying step includes a step of searching the first data storage unit based on the past location information of the user terminal and identifying a claim item that can occur in correspondence with the past location information of the user terminal. You may make it. And, the present invention specifies a step of arranging the identified claim items that can be generated in a manner of lowering the rank as it goes back in the past, and specifies passage time information corresponding to the selected claim item from the position information storage unit, A step of identifying the urgency level based on the difference between the current time or the claim item reception time and the passage time information, and if the urgency level is equal to or higher than a predetermined level, in addition to the responder for the selected claim item, the emergency response And sending a notification to the identified employee to perform.

  In this way, it is possible to identify the urgency level by estimating the degree of customer dissatisfaction, and to respond quickly according to the urgency level.

  A program for causing a computer to execute the claim processing method of the present invention can be created, and the program is stored in a storage medium or storage device such as a flexible disk, a CD-ROM, a magneto-optical disk, a semiconductor memory, and a hard disk. Stored. In some cases, digital signals are distributed over a network. Note that data being processed is temporarily stored in a storage device such as a computer memory.

  According to the present invention, it is possible to more easily input complaints and complaints.

  Moreover, according to the other aspect of this invention, the quick response | compatibility according to the content of a claim is attained.

  FIG. 1 shows a system outline in one embodiment of the present invention. For example, in a store such as a supermarket or a department store, a smart cart 7 that is a shopping cart provided with a terminal device 71 having a display device such as a PDA (Personal Digital Assistant) is used. The terminal device 71 can communicate with the server 3 via the wireless base station 5 according to, for example, a wireless LAN (Local Area Network) standard. The wireless base station 5 is installed in various places in the store, and wireless communication with the terminal device 71 is possible at the destination of the smart cart 7.

  Furthermore, it is assumed that the position of the smart cart 7 can be grasped in the store. Since the exact position of the smart cart 7 is not required, for example, the position of the smart cart 7 may be specified from the position of the wireless base station 5 performing wireless communication. In addition, if it can be used, a GPS (Global Positioning System) terminal may be provided in the terminal device 71 so that, for example, the position may be specified periodically. Furthermore, an RF (Radio Frequency) ID is embedded in the floor, the smart cart 7 or the terminal device 71 is provided with an RFID reader, the RFID is associated with the position in advance, and the position is determined depending on which RFID is read. You may introduce the system which specifies. In any case, it is assumed that the history of the position of the smart cart 7 is specified by the terminal device 71, the wireless base station 5, or the server 3 according to the movement of the smart cart 7.

  The terminal device 71 may hold an IC card insertion unit including an IC card reader, for example. In this way, when the customer logs in to the server 3, it is possible to reduce the input effort. Although not directly related to the present embodiment, the terminal device 71 receives various information in the store from the server 3 and displays it on the display device. For example, bargain information according to the current position, advertisements for new products, and the like are received and displayed on the display device.

  The server 3 is connected to a large number of radio base stations 5 via the network 1. Furthermore, the network 1 is also connected to a plurality of employee terminals 9 operated by store employees and the like. The server 3 includes a complaint registration processing unit 31, a store visit initial processing unit 32, a movement management unit 33, a handling registration processing unit 34, a complaint type master 35, a customer master 36, and an employee master 37. , An employee schedule master 38, a complaint master 39, and a customer movement route data storage unit 40.

  An example of data stored in the complaint type master 35 is shown in FIG. In the table example of FIG. 2, the complaint type ID, the location, the complaint content, the name of the complaint notifier, the immediate reply sentence immediately returned to the customer who sent the complaint, the handling report period, and the customer after handling A post-report report to be sent and points are registered.

  An example of data stored in the customer master 36 is shown in FIG. In the example of the table in FIG. 3, the customer ID, name, acquisition point, and the like are registered. The points are for exchanging them for cash vouchers later as a thank you for reporting appropriate claims. Although not shown in FIG. 3, other customer information may be registered.

  An example of data stored in the employee master 37 is shown in FIG. In the table example of FIG. 4, an employee ID, a notification destination ID (for example, an e-mail address, a telephone number, etc.), a name, and a current position are registered. Since strict accuracy is not required, the floor may be the current location instead of the current position.

  An example of data stored in the employee schedule master 38 is shown in FIG. In the example of the table in FIG. 5, the date and time, the employee ID, and the person in charge are registered. For example, when the “floor cleaner” is specified from the complaint type master 35, the employee who is the “floor cleaner” can be specified at the current date and time.

  An example of data stored in the claim master 39 is shown in FIG. In the table example of FIG. 6, the date and time when the complaint occurred, the customer ID of the customer who notified the complaint, the complaint type ID, the employee ID of the employee in charge, the handling completion time, the reporting time to the customer, A proper flag indicating whether or not the claim is appropriate is registered. Although not shown, there is also an ID for specifying each individual claim.

  An example of data stored in the customer movement route data storage unit 40 is shown in FIG. The table example in FIG. 7 shows data for one person, and the position and time are registered in the table example. In this customer's example, after logging in, the entrance passes through the cosmetic department, toilet, food department, and cash register.

  Next, the process of the movement management unit 33 will be described with reference to FIG. First, when a login of a customer is recognized by an authentication processing unit (not shown) of the server 3, the customer ID and a terminal ID (for example, a MAC address) of the terminal device 71 are notified from the authentication processing unit to the movement management unit 33, and the movement management is performed. Based on the notification, the unit 33 stores the login and the current time in the customer movement route data storage unit 40 for the customer ID (step S1). Then, the location information of the logged-in customer is acquired regularly or at an arbitrary timing, and stored in the customer movement route data storage unit 40 (step S3). The position information may be received from the terminal device 71 as described above. Further, the terminal device ID and the device ID of the wireless base station 5 are received from the wireless base station 5, and the correspondence relationship between the terminal ID of the terminal device 71 and the customer ID and the device ID and position information acquired in advance are acquired. The positional information corresponding to the customer ID related to the processing may be specified from the correspondence relationship between Further, when the RFID is received from the terminal device 71, the position information may be specified from the correspondence between the RFID held in advance and the position information.

  Then, the movement management unit 33 determines whether the user has logged out based on information from an authentication processing unit (not shown) (step S5). If not logged out, the process returns to step S3. On the other hand, if it is determined that the user has logged out, the logout is stored in the customer travel route data storage unit 40 together with the current time (step S7). However, if the data is not used after logout, the data registered for the customer ID so far in step S7 may be deleted. For example, when it is used for analysis of a customer's migration state in a store, data registered up to step S7 may be used.

  Next, the claim registration process will be described with reference to FIG. First, the terminal device 71 accesses the server 3 in accordance with a customer instruction to display a menu screen, for example, and the customer clicks a complaint button 771 (FIG. 1) included therein. The terminal device 71 receives the click of the complaint button 771 and transmits it to the server 3 as a complaint input instruction. The complaint registration processing unit 31 of the server 3 receives a complaint input instruction from the terminal device 71 (step S11). And the customer's movement route data according to the complaint input instruction is acquired from the customer movement route data storage unit 40 (step S13).

  Furthermore, the claim registration processing unit 31 searches the claim type master 35 based on the movement route data, generates a claim list that is prioritized in such a manner that the priority is lowered as it goes back in the past, and the claim list Is transmitted to the terminal device 71 (step S15). In the example of FIG. 7, if the present is a cash register, the complaint item about the cash register is the highest, the complaint item of the food department is second, the complaint item of the toilet is third, and the complaint item of the cosmetic department is the first. 4th place and the claim item at the entrance is 5th place. A plurality of claim items are included in each rank. The order of claim items having the same rank is determined based on the registration order in the claim type master 35 or other criteria, and the entire claim list is generated.

  In this way, the user can more easily select a claim item that is most likely to be relevant when he / she decides to input a claim at the top. In addition, when inputting a complaint a little before the moving route, the screen may be scrolled a little, and when inputting a complaint a long time before the moving route, the screen may be scrolled greatly. Therefore, the claim list can be presented in a form corresponding to the time interval from the generation of the complaint to the input.

  The terminal device 71 receives page data including a complaint list from the server 3 and displays it on the display device. Then, the customer selects the corresponding complaint item. The terminal device 71 receives an instruction to select the claim item and transmits it to the server 3. The complaint registration processing unit 31 of the server 3 receives the complaint item selection instruction from the terminal device 71, and registers the customer ID, the complaint type ID of the complaint item related to the selection instruction, and the current date and time in the complaint master 39 (step S17). ). Further, the complaint occurrence location passage time is specified, and the time from the complaint occurrence location passage time to the complaint item selection instruction reception time or the current time is calculated and stored in a storage device such as a main memory (step S19). As for the complaint occurrence location passage time, the location (namely, position) corresponding to the complaint type ID of the complaint item is specified from the complaint type master 35, and the time based on the location (namely, location) is determined from the customer travel route data storage unit 40. Identify.

  Then, the complaint registration processing unit 31 determines whether or not the time calculated in step S19 is an urgent level (step S21). For example, it is determined whether or not the time is shorter than a predetermined threshold. If it is determined that it is an urgent level, a nearby employee is identified using the employee master 37 and added to the complaint notifier (step S23). Since the employee master 37 holds the position information of each employee, the notification destination ID of a nearby employee is specified from the current position stored in the customer movement route data storage unit 40, for example, a main memory or the like. Stored in the storage device. However, it may be an employee on the same floor or an employee in charge of service. Thereafter, the process proceeds to step S25. On the other hand, if it is determined that the level is not urgent, the process proceeds to step S25.

  Then, the complaint registration processing unit 31 specifies the immediate answer sentence and the complaint notifier from the complaint classification master 35 based on the complaint classification ID of the complaint item (step S25). Then, the immediate answer text is transmitted to the terminal device 71 that is the transmission source of the complaint item (step S27). The terminal device 71 receives the immediate answer text and displays it on the display device. For example, a message such as “I am sorry. I will clean it immediately” is displayed on the display device of the terminal device 71.

  Further, the complaint registration processing unit 31 specifies the employee ID of the complaint notifier at the current date and time from the employee schedule master 38 based on the complaint notifier, and extracts the notification destination ID from the employee master 37 to notify the complaint. The destination ID is notified (step S29). In the case of the complaint notifier specified in step S23, the notification destination ID has already been specified without referring to the employee schedule master 38. Further, the employee ID of the employee in charge identified in step S29 is registered in the corresponding record of the complaint master 39.

  As a result, if it is not urgent, the employee in charge is notified of the complaint, and if it is urgent, the employee is notified in addition to the employee in charge. The complaint notification preferably includes information such as the device ID of the terminal device 71 (or the ID of the smart cart 7) or the name of the customer. In this way, nearby employees can search for the corresponding terminal device 71 or smart cart 7 or customer, apologize, hear the situation, and deal immediately.

  Next, the handling process for a claim will be described with reference to FIG. For example, the employee in charge logs in the server 3 by operating the employee terminal 9. The authentication process for login is performed by an authentication processing unit (not shown). The employee ID input at the time of login is output to the handling registration processing unit 34. The handling registration processing unit 34 searches the complaint master 39 by the employee ID, extracts the handling complaint of the employee, and outputs it to the employee terminal 9 (step S31). The employee terminal 9 receives a list of handling complaints of the employee and displays it on the display device. For example, the response completion time input field and the appropriate flag check box are displayed at the same time in response to the complaint, and the employee inputs the response completion time for the complaint that has been dealt with and whether or not the complaint is an appropriate complaint. Set or reset the appropriate flag depending on Then, by clicking the transmission button, the employee terminal 9 is caused to transmit the handling data including the handling completion time and the appropriate flag together with the identification information of the complaint that has been dealt with to the server 3.

  The handling registration processing unit 34 of the server 3 receives handling data for a specific complaint from the employee terminal 9 and registers it in the complaint master 39 (step S33). That is, the processing completion time is registered, and an appropriate flag is set or reset. Then, the handling registration processing unit 34 determines whether the complaint is an appropriate complaint based on whether the appropriate flag for the specific complaint is set (step S35). If the complaint is inappropriate, it is not necessary to give points to the customer, and the process proceeds to step S43.

  On the other hand, if the appropriate flag is set, points are given in the customer master 36 corresponding to the customer ID of the specific complaint (step S37). That is, the point value registered corresponding to the complaint type ID in the complaint type master 35 is added and registered to the point value registered in the customer master 36 corresponding to the customer ID of the specific complaint.

  Then, the handling registration processing unit 34 determines whether the customer who has made the specific complaint is in the store with reference to the customer movement route data storage unit 40 (step S39). That is, it is determined whether or not the user is logged in. If logged in, the complaint type master 35 is searched with the complaint type ID of the specific complaint, the corresponding post report is obtained, and the post report is sent to the terminal device 71 of the smart cart 7 used by the customer. A message including a sentence is transmitted (step S41). The terminal device 71 receives a message including the subsequent report from the server 3 and displays it on the display device. This allows the customer to know that the handling of the complaint has been completed.

  In addition, the handling registration processing unit 34 registers the current date and time at the reporting time corresponding to the specific complaint in the complaint master 39 (step S43). As a result, it is registered that the subsequent report has been completed.

  On the other hand, when it is determined that the customer who has made the specific complaint is not in the store, the handling registration processing unit 34 searches the complaint type master 35 by using the complaint type ID of the specific complaint and acquires the handling report period (step) S45). Here, it is determined whether the target report period is “while in the store” (step S47). If the handling report period is “while in store”, the process proceeds to step S43. On the other hand, if the handling report period is not “while in the store”, the process is terminated.

  By performing such a process, it becomes possible to appropriately post-report to the customer about the complaint that has been dealt with.

  Next, the store visit process will be described with reference to FIG. First, the store visit initial processing unit 32 obtains the customer ID of the logged-in customer and the device ID of the terminal device from an authentication processing unit (not shown) and stores them in a storage device such as a main memory (step S51). Then, the complaint master 39 is scanned to confirm whether or not there is a record whose report time is not input corresponding to the customer ID (step S53). If there is no unprocessed report time input record corresponding to the customer ID (step S55: No route), the process ends.

  On the other hand, when there is an unprocessed report time non-input record corresponding to the customer ID (step S55: Yes route), the store visit initial processing unit 32 performs an unprocessed report time corresponding to the customer ID. One uninput record is specified (step S57). Then, it is determined whether the handling completion time has already been input in the record (step S59). If no response completion time has been entered, the process returns to step S55 since the response has not been completed yet.

  On the other hand, when the handling completion time has already been input, the store visit initial processing unit 32 acquires the date and time when the complaint occurred in the report time non-input record specified in step S57 (step S61). Then, the complaint type master 35 is searched with the complaint type ID of the record time non-input record, the corresponding countermeasure report period is acquired, and stored in a storage device such as a main memory (step S63). Then, it is determined whether the period from the date and time when the complaint occurs to today is shorter than the handling report period (step S65). That is, it is determined whether or not the customer can come to the store and report within the handling report period. However, even if the report can be reported within the handling report period, it cannot be reported unless the customer visits the store during that period. If the period from the date and time when the complaint occurs to today is equal to or longer than the handling report period, the process proceeds to step S69.

  When the period from the date and time when the complaint occurs to the current day is shorter than the handling report period, the store visit initial processing unit 32 searches the complaint type master 35 by the complaint type ID and extracts the corresponding post-report report, A message including the subsequent report is transmitted to the terminal device 71 used by the logged-in customer (step S67). Then, the current time is registered as the report time (step S69). Thereafter, the process returns to step S55.

  By performing the processing as described above, if there is a case for which a post report is to be made when visiting the store, the post report can be notified to the customer.

  If processing is carried out as described above, customers will be able to more easily submit complaints to the store, so the store will be able to respond quickly to customer complaints and increase customer satisfaction. become.

  Although one embodiment of the present invention has been described above, the present invention is not limited to this. For example, the functional blocks of the server 3 shown in FIG. 1 are merely examples, and may not necessarily correspond to the actual program configuration and file configuration.

  In addition, as for the processing flow, if the result is the same, there is a portion where the order of steps may be changed or executed in parallel.

  Furthermore, a form in which the terminal device 71 itself is lent to the customer instead of the smart cart 7 may be adopted. Furthermore, you may make it input a complaint using a customer's mobile telephone. In that case, for example, the user may be asked to input the complaint occurrence location. Further, a special application program may be installed in a mobile phone with a GPS function, and the position information may be transmitted to the periodic server 3.

  Moreover, although the configuration example in which the server 3 has the main functions is shown, the function sharing with the terminal device 71 may be performed.

  Although an embodiment has been described in which it is determined whether or not it is an emergency level, a plurality of levels may be defined, and the number of employees to be notified or the class may be changed according to the emergency level.

  Note that the server 3, the employee terminal 9, and the terminal device 71 in this embodiment are computer devices, and as shown in FIG. 12, a memory 2501, a CPU 2503, a hard disk drive (HDD) 2505, and a display device 2509 are included. A display control unit 2507 to be connected, a drive device 2513 for the removable disk 2511, an input device 2515, and a communication control unit 2517 for connecting to a network are connected by a bus 2519. An operating system (OS) and an application program for executing the processing in this embodiment are stored in the HDD 2505, and are read from the HDD 2505 to the memory 2501 when executed by the CPU 2503. If necessary, the CPU 2503 controls the display control unit 2507, the communication control unit 2517, and the drive device 2513 to perform necessary operations. Further, data in the middle of processing is stored in the memory 2501 and stored in the HDD 2505 if necessary. In the embodiment of the present invention, an application program for executing the processing described above is stored in the removable disk 2511 and distributed, and installed from the drive device 2513 to the HDD 2505. In some cases, the HDD 2505 may be installed via a network such as the Internet and the communication control unit 2517. Such a computer apparatus realizes various functions as described above by organically cooperating hardware such as the CPU 2503 and the memory 2501 described above, the OS, and necessary application programs.

(Appendix 1)
Receiving a complaint input instruction from the user terminal by the processing unit;
An acquisition step of acquiring position information of the user terminal by the processing unit;
The processing unit searches the first data storage unit that holds the location information and the possible complaint items in association with each other based on the location information of the user terminal, and corresponds to the location information of the user terminal. Specific steps to identify possible claim items;
A transmitting step of transmitting the identified claim item that can be generated to the user terminal by the processing unit;
Receiving information about the selected complaint item from the user terminal and storing it in a second data storage unit;
A claim processing method executed by a computer.

(Appendix 2)
The obtaining step comprises
Obtaining past location information of the user terminal and storing it in a location information storage unit,
The specific step includes
Searching the first data storage unit based on past location information of the user terminal, and identifying a claim item that may occur in correspondence with the past location information of the user terminal;
The claim processing method according to claim 1, further comprising a step of arranging the specified claim items that can be generated in such a manner that the rank is lowered as it goes back in the past.

(Appendix 3)
The obtaining step comprises
Obtaining past location information and passage time information of the user terminal, and storing it in a location information storage unit,
The specific step includes
Searching the first data storage unit based on past location information of the user terminal, and identifying a claim item that may occur in correspondence with the past location information of the user terminal;
Arranging the possible claim items identified in a manner that lowers the rank as it goes back in the past;
Identifying the passage time information corresponding to the selected claim item from the position information storage unit, and specifying the urgency based on the difference between the current time or the claim item reception time and the passage time information;
If the urgency is greater than or equal to a predetermined level, in addition to responding to the selected claim item, sending a notification to the employee identified to perform the emergency response;
The claim processing method according to claim 1, further comprising:

(Appendix 4)
The claim processing method according to any one of appendices 1 to 3.

(Appendix 5)
Means for receiving a complaint input instruction from the user terminal;
An acquisition means for acquiring position information of the user terminal by the processing unit;
The processing unit searches the first data storage unit that holds the location information and the possible complaint items in association with each other based on the location information of the user terminal, and corresponds to the location information of the user terminal. Identifying means for identifying possible claim items;
Transmitting means for transmitting the specified claim item that can be generated by the processing unit to the user terminal;
Means for receiving information about the selected complaint item from the user terminal and storing it in a second data storage unit;
A claim processing apparatus.

It is a system outline figure in an embodiment of the invention. It is a figure which shows the example of data stored in a claim classification master. It is a figure which shows an example of the data stored in a customer master. It is a figure which shows an example of the data stored in an employee master. It is a figure which shows an example of the data stored in an employee schedule master. It is a figure which shows an example of the data stored in a claim master. It is a figure which shows an example of the data stored in a customer movement path | route data storage part. It is a figure which shows the processing flow of a movement management process. It is a figure which shows the processing flow of a claim registration process. It is a figure which shows the processing flow of a countermeasure registration process. It is a figure which shows the processing flow of a process at the time of a store visit. It is a functional block diagram of a computer.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Network 3 Server 5 Wireless base station 7 Smart cart 9 Employee terminal 31 Complaint registration processing part 32 Visiting initial processing part 33 Movement management part 34 Dealing registration processing part 35 Claim classification master 36 Customer master 37 Employee master 38 Employee schedule Master 39 Claim master 40 Employee movement route data storage
71 Terminal device

Claims (5)

Receiving a complaint input instruction from the user terminal by the processing unit;
An acquisition step of acquiring position information of the user terminal by the processing unit;
The processing unit searches the first data storage unit that holds the location information and the possible complaint items in association with each other based on the location information of the user terminal, and corresponds to the location information of the user terminal. Specific steps to identify possible claim items;
A transmitting step of transmitting the identified claim item that can be generated to the user terminal by the processing unit;
Receiving information about the selected complaint item from the user terminal and storing it in a second data storage unit;
A claim processing method executed by a computer. The obtaining step comprises
Obtaining past location information of the user terminal and storing it in a location information storage unit,
The specific step includes
Searching the first data storage unit based on past location information of the user terminal, and identifying a claim item that may occur in correspondence with the past location information of the user terminal;
The claim processing method according to claim 1, further comprising: arranging the specified claim items that can be generated in such a manner that the rank is lowered as it goes back in the past. The obtaining step comprises
Obtaining past location information and passage time information of the user terminal, and storing it in a location information storage unit,
The specific step includes
Searching the first data storage unit based on past location information of the user terminal, and identifying a claim item that may occur in correspondence with the past location information of the user terminal;
Arranging the possible claim items identified in a manner that lowers the rank as it goes back in the past;
Identifying the passage time information corresponding to the selected claim item from the position information storage unit, and specifying the urgency based on the difference between the current time or the claim item reception time and the passage time information;
If the urgency is greater than or equal to a predetermined level, in addition to responding to the selected claim item, sending a notification to the employee identified to perform the emergency response;
The claim processing method according to claim 1, further comprising:   The claim processing method according to any one of claims 1 to 3. Means for receiving a complaint input instruction from the user terminal;
An acquisition means for acquiring position information of the user terminal by the processing unit;
The processing unit searches the first data storage unit that holds the location information and the possible complaint items in association with each other based on the location information of the user terminal, and corresponds to the location information of the user terminal. Identifying means for identifying possible claim items;
Transmitting means for transmitting the specified claim item that can be generated by the processing unit to the user terminal;
Means for receiving information about the selected complaint item from the user terminal and storing it in a second data storage unit;
A claim processing apparatus.

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